Part2.  What customer service is not.

NowI know, I’m not supposed to speak about the negative, (and I can’t get any morenegative than talking about what something is not), but I think that gooddecisions come from realistic expectations.  

Weare only human and admittedly, not everyone walks away happy.  While wetry to help in all situations, there are some who view customer service as anall-accommodating concierge service.  In an ideal world, we would love toaccommodate every traveler, free of charge.  Unfortunately with the labyrinth of rules and penalties, this is not always possible. 

Whatcustomer service is not:

• It is not the source of the problem. When customer service contacts a traveler about a schedule change or cancelled flight, they are the bearer of bad news.  The airline made the change. The traveler bears the brunt of the change, but customer service is there to work with the traveler to find the best alternative.
  
• It is not a department designed to absorb the airline penalties or waive our own fees for changes.
  
• It is not a miracle worker that can find seats on sold-out flights.
  
• It cannot change the weather, stop a strike or open an airport.

Tomorrow…Part3.  When customer service sends you back to the airline.